Customer Service Specialist ( Hong Kong Native )

at Convergys Malaysia in Malaysia: Kuala Lumpur

Position Summary:

The Customer Service Representative Role is to handle incoming program inquiries from Microsoft Partners and Customers. They are able to handle inquiries via all media channels supported for both inbound and outbound services. The CSR is required to represent Microsoft appropriately to all customer segments and partners.

Duties and responsibilities:
Answers incoming calls, faxes, postal mail and emails relating to the program supported.
Provides information about the programs supported to enable customers to access the programs and the associated benefits.
Identifies customer requirements and ensures they are answered or routed through the appropriate support area.
Manages customer escalations and ensures that these are answered, tracked and escalated as required. Escalates issues outside of service boundaries when a resolution is unable to be confirmed.
Ensures that activities and tasks required are performed and or documented in Microsoft tools where provided.
Follows correct processes and procedures for changes in Microsoft supplied tools as required.
Performs all procedures accurately, including following Microsoft documented call flows, work processes, data entry requirements, and complaint management processes.
Provide call backs and or call downs to subscribers and partners as required.
Demonstrates a strong customer service orientation and takes responsibility to ensure customers are satisfied.

To be successful in the role, he/she must have:
At least Diploma, Bachelor Degree, Master Degree, any field.
Must be willing to work in Bandar Utama, Malaysia
Language: Cantonese (Native), English (Fluent).
5 days per week, office hours
At least 1 year experience in Customer Service in Call Center Industry
1 Full-Time position is available.
Must be citizen of Hong Kong
Must be able to start immediately or 1 month notice
If interested, please APPLY by sending your updated resume with expected salary to You will receive call from PRIVATE NUMBER if shortlisted for interview session.
Apply now

Published on 27-05-2015
Viewed 1289 times